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Bug
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Resolution: Fixed
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Medium
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3.16.0, 5.4.20
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None
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15
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Severity 3 - Minor
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4
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Issue description
When a Jira user is added as participant of a Service Desk request, this user should be treated as a customer and therefore should not be able to receive any Jira Core notification (notifications configured in the Notification Scheme, and meant for agent users).
This behavior:
- is described in the documentation Managing service desk notifications
- is addressed in the feature request JSDSERVER-6248
There are 2 scenarios where the notification mechanism is not consistent:
- Scenario 1: if a user is a participant of a Service Desk request and mentioned in an internal comment, this user won't receive a JIRA Core notification from this comment (expected behavior)
- Scenario 2: if a user is both a participant and a watcher of the ticket and mentioned in an internal comment, then this user will receive a Jira Core notification from this comment (unexpected behavior)
The inconsistency between these 2 scenarios does not seem to be intentional therefore is a bug.
Expected behavior
We would expected both scenarios to lead to the same result: in both cases, the user should not receive any notification from an internal comment, since this user should be treated as a customer.
Therefore, the scenario 1 is correct (based on the design), but not the scenario 2.
- is duplicated by
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JSDSERVER-6313 User receive both the Jira mention notification and the customer notifications when acting as both customer and agent in a request
- Closed
- is related to
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JSDSERVER-3410 Send notifications to Service Desk Agents for updates on issues where they are also a request participant, reporter or member of the organization
- Closed
- relates to
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JSDSERVER-5697 Allow JIRA Service Desk Admins to Decide When Agents should be Treated as Customers
- Gathering Interest